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    • University of Missouri-Columbia
    • Graduate School - MU Theses and Dissertations (MU)
    • Theses and Dissertations (MU)
    • Dissertations (MU)
    • 2018 Dissertations (MU)
    • 2018 MU dissertations - Freely available online
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    Complex service offerings : a theoretical exposition and empirical investigation

    Hampton, Stephen Andrew
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    Date
    2018
    Format
    Thesis
    Metadata
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    Abstract
    It is generally acknowledged that not all services are alike, still little has been done to distinguish between service offerings of different varieties. While some service offerings are simple and others complex, how they differ is not yet understood. This dissertation addresses what distinguishes complex services from simpler services, why an inquiry into complex services is needed, and how a knowledge of complex services can inform research. In order to address these questions a new organizing framework for categorizing services is developed. This framework helps to make sense of service offering heterogeneity. A description of the service offering types belonging to the framework is presented to illustrate why inquiry into complex services is needed. In order to demonstrate how complex services may be used in empirical research, a model and hypotheses is built to test complex service contexts' potential as a new domain of fruitful research. This study found that customers' perceptions of role ambiguity are potentially negatively impacted by service complexity. This research also demonstrates that customers' perceptions of role ambiguity is affected both by the breadth and depth of participation by service coordinators, a role unique to complex service contexts.
    URI
    https://hdl.handle.net/10355/70704
    https://doi.org/10.32469/10355/70704
    Degree
    Ph. D.
    Thesis Department
    Business administration (MU)
    Rights
    OpenAccess.
    This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivs 3.0 License.
    Collections
    • Finance electronic theses and dissertations (MU)
    • 2018 MU dissertations - Freely available online
    • Business Administration electronic theses and dissertations (MU)

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